| Objective:Through literature analysis,semi-structured interview,Delphi method and analytic hierarchy process,based on SERVQUAL model,this study aims to build a set of evaluation index system of online nursing service quality,make it scientific,reliable and applicable,and provide theoretical basis and reference standard for scientific and objective evaluation of online nursing service quality.Methods:1 Construction of evaluation index system of nursing service quality in network contract.Based on SERVQUAL theoretical model,literature research method and semi-structured interview were used to collect relevant data,Delphi expert consultation method was used to revise and improve indicators,and analytic hierarchy process（AHP）was used to calculate the weight of each indicator and its combination weight,finally forming the evaluation index system of online nursing service quality.2 The application of nursing service quality evaluation index system.According to the final index system,the evaluation questionnaire was prepared,and the convenience sampling method was adopted to select the service objects who had received online appointment nursing services in a city of Anhui Province,and the questionnaire survey was conducted according to the inclusion and exclusion criteria.Results:1 Through the analysis of literature and qualitative interview data,this study produces six evaluation dimensions of tangibility,reliability,responsiveness,assurance,empathy and accessibility,and extracts a total of 14 service quality evaluation themes.2 The questionnaire recovery rate of Delphi expert consultation was 100% and96.3%,respectively;Expert authority was 0.79 and 0.81,respectively.Kendall’s W of experts were 0.180 and 0.171,respectively.The average values of each index ranged from 4.14 to 5.00.The coefficient of variation ranged from 0.00 to 0.21,and the scores all met the requirements.3 Ahp was used to determine the weights of indicators at all levels and the combination weights,and passed the consistency test.An evaluation index system of online nursing service quality was constructed,which included 5 first-level indicators,12 second-level indicators and 36 third-level indicators.4 The Cronbach’s α coefficients of the online nursing service quality evaluation questionnaire for service objects were 0.934,and the Cronbach’s α coefficients of the five dimensions were 0.713-0.803,all greater than 0.7.Pearson correlation coefficient were 0.385～0.679,respectively.I-cvi ranged from 0.778 to 1,and S-CVI was 0.982.In this study,multi-level factor analysis was adopted,and the KMO values of the five layers were 0.630～0.822,and the cumulative explanatory variation of each layer was42.718% ～ 54.419%,all of which were > 40%.5 Empirical research results: According to the results of survey statistics and weight analysis,there is a gap between the actual service perception and service expectation of the service objects,and the quality of online nursing service is generally general.On the whole,the dimensions of assurance and reliability have a large gap,while responsiveness and empathy have a relatively small gap in service quality.Conclusion:1 Based on SERVQUAL model,an evaluation index system of network-contract nursing service quality was constructed,which was scientific and reliable,and the index weight was set reasonably.2 The questionnaire for evaluation of Online nursing Service Quality was compiled and tested for reliability and validity.The questionnaire had good reliability and validity.3 The overall evaluation of online nursing service quality by service objects is general,and their perception is lower than their expectation. |
